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AI Ticketing System: Everything You Need To Know

AI use has skyrocketed in the past few years. Yet some businesses remain unsure of its capabilities. Understandably, AI bias and horror stories have shown AI in a negative light. However, much has changed now and AI, especially the AI-based ticket systems has emerged stronger than ever. 

In this blog, we aim to highlight how AI ticketing systems will help you streamline customer support activities and boost overall customer experience.

Key Takeaways

  • What's an AI ticketing system and how does it work?
  • Benefit and downside of AI ticketing systems 
  • Real-life use cases of AI ticketing system
  • Top reasons why Worknet.ai must be your go-to choice for AI ticketing. 

Let's begin.

What is AI ticketing?

An AI ticketing system is a software suite that uses artificial intelligence and machine learning to automate different aspects of the ticketing process. These aspects include streamlining workflows, automating repetitive tasks, prioritizing tickets, and categorizing ticket requests. 

How Does AI Ticketing Automation Work?

Now, let's understand how AI ticketing systems work. 

AI ticketing systems use Artificial intelligence, Machine learning, and Natural language processing capabilities to help you automate ticketing tasks like assigning to the right human agents, marking tickets as resolved, providing answers to general queries, forecasting a rise in 

For example, suppose, a user asks a query like When will my order reach the home? The machine learning algorithm and natural language processing capacity will interpret what the user wants and fetch the shipping details for users automatically. In case, the system doesn't find details, it will assign this Ticket to the best human agent so tickets can get resolved easily. 

Here are some of the most important features of AI Ticketing systems

1. Intent Detection - The system detects the intent behind customer queries and then automatically classifies tickets based on intent. Ex - Resetting passwords, system not working, etc.

2. Automated Ticket Routing: Routing is a critical part of the ticketing system as tickets must reach the right agent at the right time. AI-based ticketing systems like Worknet.ai use NLP and ML capacity to automatically route tickets to best-suited human agents. This way you don't have to keep a person to manually route the tickets.

3. Automated Ticket Resolution: Not all tickets are important. Many times you will receive the same types of tickets. In fact, as per statistics, 50% of user tickets are for password resetting. Manually resolving such tickets is a waste of human capacity. That's why AI-powered ticketing systems automatically handle simple issues by providing pre-defined solutions or answers to common questions, freeing up agents to focus on more complex issues. 

4. Knowledge Management: AI ticketing systems encourage human support agents to create answers that can be used for general queries. It also keeps giving updates so human agents are constantly updating the knowledge base resulting in a more complete and up-to-date knowledge base for end-users.

What are the Benefits of an AI ticketing system?

1. Increase customer satisfaction

We know it's hard to believe, however, a Zendesk customer satisfaction report states that over 51% of people prefer interacting with bots over human agents. This just shows that the AI ticketing system is getting popular amongst the general audience. Hence implementing an AI ticketing system is a way to increase customer satisfaction

2. Accelerate Ticket Resolutions Time

If you have ever been behind the scenes of the Ticket management system, you will know that almost half of the queries are very general and can be answered using an automated system. AI ticketing systems like Worknet.ai takes care of 90% of your tickets automatically by guiding users to answers from the Knowledge base or creating an answer itself. 

3. Forecasting Staff Needs

The amount of tickets you will receive varies depending on seasons. Not every month will be full. So forecasting staffing needs is essential as it can save you major money on human resources. AI ticketing systems can forecast which months will be heavier so you can upgrade your staff by hiring extra part-timers. When the demand goes down you won't have to keep paying extra salaries. 

Boost Agent Efficiency & Customer Satisfaction! Learn More About Worknet's AI Ticketing Solutions.Book a demo

What are the Challenges of AI-Based Ticketing Systems?

Automated ticketing systems don't come without challenges. However, you can easily resolve these challenges by taking certain steps and having strict quality checks. Let's understand some of the challenges that you will face with AI-based ticketing systems and how to resolve them.

1. Data Quality

As these systems heavily rely on the data, low-quality data will hamper performance and provide inaccurate ticket classifications or resolutions. The best way to avoid such circumstances is to use first-party data that's cleaned well. With tools like Worknet.ai, data quality is not an issue since it handles quality internally. 

2. Security and Privacy

Similar to other AI systems, these ticketing systems have threats of security breaches. As these systems will require access to very sensitive data, there are always some privacy concerns involved. The best way to tackle this is by using a system that follows security protocols. 

3. Lack of Human Touch

Although chatbots do an excellent job at handling queries, it lacks a human touch that some of your users will crave. It lacks basic emotions like empathy which means it won't be able to understand when the issue is very sensitive. Best way to tackle this challenge is to strike the right balance between automation and human intervention is essential to maintain a positive customer experience.

4. Language and cultural barriers

Another significant challenge with AI ticketing systems is language barriers. Since languages and dialects vary based on region, the system might fail to understand the queries. Even though Natural language processing is advanced, the capacity is limited to English and other widely known languages like Spanish, and French. Hence, Natural language processing may struggle with certain accents or idiomatic expressions, leading to misinterpretation and inaccurate responses.

5. Lack of contextual understanding

Humans are blessed to understand the underlying context of the words. This capacity is missing in AI and hence, the AI helpdesk will struggle sometimes to understand the context of queries which may lead to irrelevant responses. The best way to tackle this issue is to regularly monitor responses.

Also Read: AI Workflow Automation Guide

What are the Use Cases of the AI ticketing system?

Let's look at some of the applications of AI ticketing systems in different industries.

1. IT Support

Every business has some IT infrastructure that must be taken care of each day. Hence, every day a large amount of IT tickets are created. AI ticketing systems can help IT support teams prioritize critical tickets, categorize them, and reduce response time. 

2. Travel and Hospitality

In the travel and tourism sectors, businesses constantly receive calls and queries from customers asking for bookings, hotel reservations, itinerary management, etc. At such times, the AI help desk is a boon since it can efficiently guide users when rooms are free, the best itinerary based on their travel dates, and so on. 

Why Will Worknet Be the Best AI Ticketing System?

AI ticketing refers to the use of artificial intelligence (AI) and machine learning (ML) to automate and enhance various aspects of the ticketing process for customer support and IT service management.

1. Automated Ticket Prioritization

Worknet.ai is a next-generation AI-powered ticketing system with intelligent algorithms. It automatically prioritizes tickets from all angles such that every customer request is handled well. This prioritization also helps teams in managing a massive volume of tickets without compromising service quality.

2. Data-Driven Decisions

Worknet's Slack Bi Dashboard collects important metrics like ticket resolution time, productivity, etc so the customer support team can make data-driven decisions. Understanding these data points helps in efficient resource management and improving worker productivity. 

3. Seamless Integration

Our software integrates with various platforms such as Zendesk, Salesforce, Intercom, and Slack, providing a seamless experience for customers and support teams. 

4. Reducing Internal Ticket Volume

By automating day-to-day tasks and providing self-help options, Worknet's AI-powered ticketing system helps reduce the volume of internal tickets, freeing up support teams to focus on more complex issues

5. Automating Day-to-Day Tasks

Worknet's automation capabilities include features like bulk messaging, which can be used to send updates to customers about their issues. This automation saves time for support agents and enhances the overall customer experience.

6. Improving Response Times and Employee Satisfaction

By managing a higher volume of tickets and automating repetitive tasks, Worknet's AI-powered ticketing system improves response times and employee satisfaction. This leads to enhanced customer satisfaction and loyalty

7. Empowering Teams to Manage Their Own Requests

Worknet's AI Copilot empowers support teams to manage their own requests, providing them with the tools to handle customer inquiries efficiently and effectively. This empowerment leads to increased productivity and better customer outcomes

Conclusion

AI ticketing systems have become more advanced and are helping customer support teams worldwide to make their job easier and more productive. By letting AI handle repetitive tasks like data collection, summarizations, and making reports, human agents can focus more on resolving conflicts and queries and improving customer satisfaction.

Book a Demo: See how Worknet's Copilot AI streamlines your ticketing system! Book a demo

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AI Ticketing System: Everything You Need To Know

written by Ami Heitner
May 14, 2024
AI Ticketing System: Everything You Need To Know

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